Cross-Functional Services (CFS) Lead

We are looking for an experienced CFS Head / Service Management Leader to lead large-scale IT Service Management and Service Delivery operations for a leading Indian Banking / BFSI customer.

CFS Head / Service Management Head – BFSI

Location: Hyderabad – Gachibowli

Work Mode: Work From Office

Experience: 20+ Years

CTC: Up to 40–45 LPA including 20% variable

Notice Period: Immediate joiners preferred

Candidates with experience working with major Indian Banks

The ideal candidate should have strong experience in ITSM, Managed Services, Service Governance and Service Delivery, with the ability to manage large cross-functional teams and multiple technology/service towers in a complex banking environment.

Key Responsibilities

• Lead end-to-end IT Service Management and Service Delivery for a large banking environment.
• Manage large cross-functional teams across Infrastructure, Applications, Network, Security, Cloud, Service Desk and other technology towers.
• Own overall Service Governance, SLA management, service performance and customer satisfaction.
• Drive Incident, Major Incident, Problem, Change and Service Request Management.
• Lead Sev1/Sev2 incidents, crisis situations and war rooms, ensuring timely service recovery.
• Drive detailed RCA, CAPA, Service Improvement Plans (SIP) and continuous service improvement.
• Conduct regular SLA/KPI reviews, governance meetings and service performance reviews with business and technology stakeholders.
• Work closely with CIO, CTO, Business Heads and senior banking stakeholders.
• Drive service stabilization, operational excellence and CSI initiatives.
• Ensure effective vendor and multi-vendor management across different service towers.
• Drive ServiceNow adoption, ITSM transformation, automation and process improvement.
• Ensure compliance with risk, audit, security and regulatory requirements.
• Manage CMDB, Asset Management, Availability, Capacity, Continuity and Service Level Management.
• Support service recovery and ensure consistent improvement in SLA, MTTR, CSAT and operational performance.
• Lead and mentor senior managers, service delivery managers and ITSM teams.

Mandatory Requirements

• 20+ years of overall IT experience.
• 15+ years of IT Service Management / Service Delivery leadership experience.
• Strong experience with Indian Banking / BFSI customers.
• Experience managing large-scale cross-functional teams, preferably 500+ resources.
• Strong experience in Infrastructure + Application Managed Services.
• Experience working in multi-vendor / multi-tower environments.
• Strong knowledge of ITIL / ITSM processes.
• Hands-on experience in Major Incident, Problem, Change and SLA Management.
• Strong executive stakeholder and customer governance experience.
• Experience with ServiceNow / ITSM tools.
• Strong exposure to Audit, Risk, Compliance, RCA and Service Improvement.
• Excellent communication, presentation and crisis-management skills.

Preferred Certifications

• ITIL V4 / ITIL Managing Professional
• ITIL Expert
• PMP / PRINCE2
• Lean Six Sigma
• ServiceNow certifications

Candidate Details Required

Interested candidates can share their updated CV along with:

• Total Experience:
• ITSM / Service Management Experience:
• Indian Banking Experience:
• Indian Banking Clients Handled:
• Maximum Team Size Managed:
• Infrastructure + Application Managed Services Experience:
• Current CTC:
• Expected CTC:
• Notice Period:
• Current Location:
• Willing to work from Hyderabad/Gachibowli: